Calls to hunt group being sent to attendant

[whitera]

Hope someone can help me with this one.

We have a six member hunt group set up as UCD-MIA.
All the agents in this hunt group have the a coverage path that points to this hunt group.

All calls into this facility are answered by the attendant. The attendant then forwards the call to the appropriate hunt group.

What is happening is this: The system rings an agent's phone and if they don't answer the call, the caller is sent to the attendant instead of ringing another agent.

This started happening after I added a station to this hunt group.

 

[Phoneman2]

Does the new station have the same cover path as the rest of them? You might want to DUP STATION XXXX to make sure all the settings are the same. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[whitera]

Yes, it is exactly the same. I couldn't dup it because it already existed. I did go through and ensure the coverage,
COS, and COR were the same.

Thanks.

 

[phonesrus]

Look at the number of rings associated with the hunt group coverage, a ring cycle equates to approx 6 seconds. Now do disp console and look at the no answer timeout setting(if administered) do the math and set the timer to a figure that exceeds the hunt group cover rings (usually 60 to 75 secs, assuming the call has a place to go if the user doesn't answer the call (v/m). This timer affects attd extended calls AND also relates to Calls associated with a PRI trunks and DID trunks ( there is also an unanswered DID timer in System features, it is wise to set both timers to the same value.

 

[whitera]

Phonesrus,

Thanks, I believe this is the info I was looking for. Unfortunately, I am not an experienced Definity administrator. I don't know where to view the hunt group number of rings to cover parameter. We currently have no value in the No Anwer Timeout feature.

We didn't have a coverage path for the hunt group either. Yesterday, I set the coverage to a path whose only point was this hunt group. This seems to have corrected the handling of the call, but did not solve the overall problem.

Tony

 

[phonesrus]

A Uniform Call Distribution-Most Idle Agent hunts assigned members from the station that has been idle (on hook) for the longest time, it rings that station first, if no one answers, (Cover No Ans interval =x) it goes to the next MIA (CNA=x+x+1) then to the nextMIA (CNA=x+x+2), then to the next MIA (CNA=x+x+x+3), this repeats for each agent that is not on a call already. when the number of ring cycles(x times 6 sec.) is greater than the timer setting the call no answer timer is admin for, it goes to the operator.
one of the timers is under console<disp or cha console>
another is either under <disp sys cover> or under <disp sys feat> depends on your software load you did not specify!
The fact that you added a station and it quit working properly is the give away for the timer! If you have a system features and implementation manual or CD you need to do some reading and reading and reading if you want to succeed. Switches are logical computers to a fault sometimes! keep trying......

 

[whitera]

Thanks,

Our software ver is 8i.04.1.046.6.

I've tried reading the manual, but like I said I am new to administering Avaya switches and if you don't speak the same language, it is difficult to find what you seek. I am not a fan of Avaya tech manuals either.

What I ended up doing was to add a coverage path to each extension. The first point in the cover path was the hunt group in question. This solved the symptom, but not the problem. I'd like to fix the problem so I will continue to search for the timers you mention. If you can point me to the right timer I'd appreciate it. I did look at the console and sys feature screens and nothing popped out at me. I also looked at the manual for all of the sys feature paramaters and couldn't identify the timer in question. For some reason I can't locat any documents that detail the console parameters. Is there specific documentation on consoles that I should have?

Thanks again.

 

[mcopini]

Another approach: change the hunt-group's coverage path and put c12 (or another number) in point one. Thendo the command: add cov a 12 (or some other number) and put all the hunt-group's members in. Save it and check all the station forms for the field bridged call alerting on page 2. Set it to 'y' and you're finished.
Now, all the stations in the group will ring all together when the first member doesn't pick up the call.
Remember that a call to a hunt-group's extension will always go to the hunt-group's coverage path (!) when a station doesn't answer.

Hope this helps. Kind Regards,
Maarten Copini

http://www.effecta.nl

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